An integrated framework based on the ECSI approach to link mold customers' satisfaction and product design. (Record no. 40133)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02191naa a2200289uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1081617135641 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211175441.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110816s2010 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | FERREIRA, Irene |
| 9 (RLIN) | 45271 |
| 245 10 - TITLE STATEMENT | |
| Title | An integrated framework based on the ECSI approach to link mold customers' satisfaction and product design. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | Nov./Dec. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Customer satisfaction (CS) and retention are key issues for organisations in today's competitive market place, making its proper evaluation a main concern for companies. Recently, the European Customer Satisfaction Index (ECSI) has been assumed as a reliable and independent frame-of-reference way of assessing CS. This article describes one framework based on ECSI, which attempts to evaluate the factors that contribute to CS for the Portuguese moulds industry. In order to pursue this goal, an ECSI model, specific for the injection mould industry, was designed and tested. Owing to the characteristics of the gathered data, partial least squares was used to estimate model parameters. The estimated model, which shows validity and reliability, demonstrates an excellent capacity for explaining CS (80.4%), as well as loyalty (58.2%). We also propose an approach to link the ECSI model parameters to the generation and evaluation of design solutions for moulds. This linkage allows us to identify the critical factors for achieving high levels of molds' design quality, through analytical hierarchical process (AHP) ranking, and to determine the impact of mould's design solutions over CS and retention. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Números 11-12 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação do Cliente |
| 9 (RLIN) | 12074 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Modelo de Gestão |
| 9 (RLIN) | 12032 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Avaliação de Desempenho |
| 9 (RLIN) | 12937 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Gestão da Qualidade |
| 9 (RLIN) | 14078 |
| 651 #4 - SUBJECT ADDED ENTRY--GEOGRAPHIC NAME | |
| Geographic name | Europa |
| 9 (RLIN) | 12887 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | CABRAL, José |
| 9 (RLIN) | 45272 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | SARAIVA, Pedro |
| 9 (RLIN) | 40408 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 11-12, p. 1383-1401 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, Nov./Dec. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110816 |
| Operator's initials, OID (RLIN) | 1713^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110831 |
| Operator's initials, OID (RLIN) | 1656^b |
| Cataloger's initials, CIN (RLIN) | Keicielle |
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